Remote Customer Support Engineer Job in EMEA Hammerspace

Who you are

• 8+ years in a customer support role, with experience working in cloud, storage, networking environments
• Must CURRENTLY reside in EMEA (UK or Ireland preferred)
• Candidates MUST have experience working for a Data Storage or Data Management company
• Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team
• Understanding of SMB & NFS protocols tools
• Understanding of Active Directory & Kerberos systems
• Understanding of networking protocols and analysis of network packet captures
• Previous scripting experience strongly desired
• Ability to parse and analyze system logs
• Exceptional communication skills, with ability to prioritize competing escalations
• Excellent troubleshooting skills and ability to work with cross-functional teams
• Multilingual candidates preferred

Desirables

• Multilingual
• Excellent troubleshooting skills
• Exceptional communication skills
• Understanding of SMB & NFS protocols tools
• Previous scripting experience
• Ability to parse and analyze system logs
• Understanding of Active Directory & Kerberos systems
• Understanding of networking protocols and analysis of network packet captures

What the job involves

• Provide Hammerspace customers with top-tier support by solving their technical issues in a timely fashion
• Partner with sales, product & engineering to ensure that customer’s needs are met
• Prioritize and drive resolution for escalated customer issues
• Provide feedback to product and engineering teams on product gaps and opportunities for improvement
• Document systematic learnings so that they can be leveraged in our Customer Knowledge Base
• Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues
• Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes